The post-purchase journey greatly matters. For starters, returning customers, as outlined above, have up to a 60% propensity ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Customer journey mapping emerged as a way to visualize the steps ...

About the interviewee Melissa Fellner is a global consumer marketing director, respiratory biologics, at AstraZeneca. She has more than 20 years of US and global experience in the areas of ...

Marketers often imagine an ideal customer experience—predictable, seamless, and linear.But in today’s interconnected world, ...

AI enhances mapping. AI transforms traditional customer experience journey mapping by enabling dynamic personalization, predictive insights and real-time automation. Automation speeds journeys.

Customer experience, on the other hand, goes beyond the scope of customer service and includes brand interactions at any stage of a customer’s journey, starting from the first time you hear about a ...

Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in the U.S ...

Fine-tuning the customer experience demands much more than the latest technology, argues AfriSam Sales and Marketing Executive Richard Tomes.

8x8, the leading integrated cloud contact centre and unified communications platform provider, has announced the availability of 8x8 Engage, an AI-powered, tailored solution that enables cross ...